CX Manager- AI Agents

Lucidya | لوسيديا; Riyadh; On-site; SAR 180,000 - 240,000; Full time

Job summary

A leading technology company in Saudi Arabia is seeking a CX Manager to enhance AI-driven customer experiences. This role involves overseeing day-to-day operations of AI agents, ensuring high performance through monitoring, feedback, and continuous improvement. The ideal candidate will have 5-8 years of experience in customer experience operations and strong analytical and communication skills. Successful candidates will impact customer interactions significantly while collaborating with innovative teams.

Benefits

Opportunity for career growth

Collaboration with innovative teams

Impact on millions of customer experiences

Qualifications

• 5–8 years in CX operations or customer support.
• 2–3 years managing digital/omnichannel CX platforms.
• Experience with post-go-live CX tool operations is a strong advantage.

Responsibilities

• Lead CX operations during and after AI agent deployment.
• Oversee AI agent integration with CX workflows.
• Monitor performance and collect feedback for improvements.
• Produce performance reports and identify automation opportunities.

Skills

Understanding of CX operations

Analytical mindset

Knowledge of AI behavior

Communication skills

Feedback collection

Bilingual in Arabic and English

Job description

About Lucidya

At Lucidya, we are pioneering the future of customer experience (CX) through our innovative AI Agents business line. Our AI-powered conversational agents transform how businesses engage with customers – delivering seamless, intelligent, and scalable support. Join us as a CX Manager and be the driving force ensuring these AI Agents deliver exceptional daily experiences to customers worldwide.

Role Summary

As the CX Manager – AI Agent CX, you own the question: “Is this AI agent delivering a great customer experience every day?” You will step in once our AI agent goes live, leading day‑to‑day CX operations, monitoring agent performance, managing feedback loops, and driving continuous improvement. Your role is critical in bridging technology and real‑world customer interactions, ensuring our AI Agents not only meet but exceed CX expectations.

Key Responsibilities

• Go-live & Hypercare – lead CX operations as the primary contact during and immediately after AI agent deployment.
• Collaborate with Implementation and Delivery teams on go-live planning.
• Define hypercare period expectations with client CX leadership.
• Collect and act on frontline feedback from supervisors and agents to ensure smooth early‑stage operations.
• Daily CX Operations – oversee how the AI agent integrates with live CX workflows, including queue management, routing, and escalation; partner with client CX teams to balance automation and human intervention effectively; ensure seamless escalation processes with complete context and no dead ends or loops.
• Conversation & Performance Monitoring – review sample conversations weekly to identify friction points, gaps in empathy, tone, and clarity; track key CX metrics such as containment vs escalation, CSAT, complaint trends, and reopened cases; Escalate urgent issues involving critical errors, escalation failures, or compliance risks to relevant teams promptly.
• Feedback & Tuning Loop (with LLM & Product Teams) – act as the bridge between live CX insights and AI tuning teams; compile structured feedback for engineers and QA teams to improve agent performance and expand capabilities; prioritise fixes and new use cases based on impact and customer needs; participate in review cycles to validate enhancements align with CX realities.
• CX Training & Internal Enablement – develop and deliver training materials for client CX teams, including quick guides, escalation protocols, and best practices; support training sessions on interpreting AI agent conversations, reporting issues, and reassuring customers.
• Reporting & Use Case Expansion – produce regular performance reports summarizing key insights, trends, and recommendations; identify and propose new automation or co-pilot CX use cases; collaborate with Solution Consultants and Sales teams to uncover expansion opportunities and contribute CX success stories for case studies.

Requirements

• 5–8 years in CX operations, contact center management, customer support, or customer success.
• 2–3 years managing or closely working with digital/omnichannel CX platforms (CRM, ticketing, CCaaS, messaging).
• Experience managing post‑go‑live CX tool operations (bots, IVR, live chat) is a strong advantage.

Must-have Skills

• Deep understanding of contact center and CX operations: queues, SLAs, routing, escalation, QA scorecards, supervisor roles.
• Strong analytical mindset: adept at interpreting dashboards, spotting patterns, and translating data into actionable insights.
• Conceptual knowledge of LLM/AI behavior, recognising the need for ongoing monitoring and tuning.
• Excellent communication and stakeholder management skills – comfortable engaging CX directors, supervisors, and frontline agents alike.
• Structured, disciplined approach to collecting feedback and ensuring follow‑through.
• Bilingual in Arabic and English is a strong advantage.

Why Join Lucidya?

• Be at the forefront of AI‑driven CX innovation in a fast‑growing, dynamic environment.
• Collaborate with cutting‑edge AI, engineering, and product teams dedicated to revolutionising customer engagement.
• Impact millions of customers by delivering flawless, empathetic AI‑powered experiences.
• Grow your career with continuous learning and leadership opportunities.

Apply now and be part of our mission to redefine customer experience through intelligent automation.